Upstep Custom OrthoticsReviews of upstep.com

I ordered upstep orthotics and was told they would ship in 3 to 5 days. I then get emails saying there is a delay and they will not ship for days. I received three delay emails. I contacted the company to cancel the order. Mary then announces suddenly they are done and ready to ship. Just as I cancel, They are ready. I am told by Mary if I cancel there will now be a 15% fee. They (Upstep) lied to me about when they would ship. There return policy is pathetic. Other companies stand behind their products with a 100% refund. Upstep and Mary will lie to you. This is a scam. The service is unprofessional and pathetic. I should get a 100% refund. I was lied to and scammed. I urge you not to do business with Upstep.

I order my Custom Orthotics on December 18th, 2025, credit card charged on December 19th, 2025, and as of January 27th, 2026, 40 days later I still have not received them. I have contacted Upstep twice via email. On Jan 19th, they stated "Our quality team are experiencing a slight delay with your order due to high demand, but please rest assured that we are fully committed to delivering the very best service and products to you." The next email they stated the shipment was on the way. Next Time go local and pay a little more to get better service.

BUYER BEWARE! I ordered custom insoles from this company but changed my mind the next day because I realized the price was outrageous. I contacted them via email and they were quick to respond. They were polite and said they would refund my credit card asap. Two weeks rolled by and no refund so I emailed again asking for my refund and they said they were working on it. Another 2 weeks no refund. It has now been 7 weeks since my refund request and they’ve stopped responding to my emails. I’m still waiting for my refund!! They owe me $341. If you’re considering buying their product from them you better think twice! If those insoles don’t fit or you don’t like them, there is a very good chance that they will pocket your cash and ignore you. I had to contact my credit card company today to dispute the transaction. Upstep is a dishonest company and will rob you blind if they have the opportunity to do so. I looked at their instagram comments and noticed that another guy was waiting weeks for his refund. I found a pair of $20 insoles at CVS that work great. Save your money and stay away from Upstep!

Never got them. Waited and waiting. Got excuse after excuse. Then when I finally said forget it I’d never wear those things even if they were given to me. They refunded my money minus 15%z Do not shop with this company. Just go get Dr Scholls Edit: no partial refund has been given nor have I seen anything to believe that they’re going to do so this place is a joke absolute garbage

Don't Do It - Horrible fit for a custom orthotic - Not even close to fitting me My feet hang off the sides of this so called "Custom Fit" - Way too narrow I can feel my feet hanging off the side of the inserts while wearing them Even worse is their suprise refund policy where 30% is taken off refund of cost of $250 Don't be Fooled - I wish I would have read more reviews showing all the complaints with this insert and this company - Amazon "Off the Shelf" fit much better than these..

I ordered custom orthotics and received confirmation that they would include metatarsal support. Unfortunately, the product arrived without this feature, and I immediately began experiencing pain. When I contacted customer service to request a refund, I was advised to continue wearing the orthotics for 21 days so that the return would fall under their policy, resulting in a 30% restocking fee. In the end, they are offering refund with 30% restocking fee for an issue that was due to no fault of my own. I find this practice disappointing and not aligned with ethical customer service standards. I hope the company will review its policies to ensure a fairer experience for future customers.

I’m going to give them a 1 because Zero isn’t possible!!! I ordered the kit on the 15th. It was never delivered to my house so I nicely asked for a refund. Some Ryan guy always emails me neck asking for 18 days to fulfill refund. It’s been 22 days!! Where is my Damn money scam artists.. Update; they said sorry below and they were moving the claim higher to get resolution. Baloney! I still don’t have my money back ! Don’t buy from these scammers!

**UPDATE- This company is so unethical and unprofessional; please look at their below reply that they sent me. I’ve since reached out to them multiple times via email to see if they’ve changed their mind, and would now honor their product and they continue to ghost me!! Stay away. They sent me the wrong orthotics. I have proof of my email exchange with them and they clarified that they would send the correct ones and didn’t. I then noticed that these ones were hurting my feet and looked at the label and they in fact did send the wrong ones, even though in my email correspondence with them, they promised they would send the correct ones. I just discovered that these were the wrong ones that were sent and was trying to get a replacement pair sent and they said they would, but they then backtracked and sent another email saying they wouldn’t because I was beyond the 180 days. An Absolute money-grab trying to go by fine print and bylaws where they clearly made a mistake. Stay away from this company. It’s a huge warehouse of automated responses trying to act like they’re a true podiatry company. Save your money and hassle and just go to a local podiatrist and have the same things made for maybe a little bit more money but well worth it!